STEFANO PACELLA

• Supervised operations staff and kept employees compliant with company policies and procedures. Cut client response time 3 days → 24 hours and on-site intervention 1 week → 72 hours across $100k FDA-cleared equipment.
• Redesigned equipment logistics and streamlined operational workflows to enhance efficiency and reduce overhead costs by cutting shipping cost 40–85% per shipment while client pricing stayed unchanged.
• Own post-sale operations: shipment planning, technician scheduling, and grand-opening training.
• Sole US link between Italy HQ, the distributor, Sales, IT, Field Service, and Marketing.

• Lifted ~+36% revenue per center at the same lead spend by rebuilding lead follow-up (every lead called within 24h, enforced internally, + automated consultation-prep email).
• Supported organic growth from 1 to 6 centers with no paid marketing, via a repeatable franchise-launch system (onboarding, marketing, hiring, training).
• Point of contact across the franchise lifecycle: contracts, regulations, setup, post-opening.
• Led cross-functional teams in implementing process improvements across multiple departments increasing overall clients retention rate.

• Built and ran a national academy competition from scratch (~600 players, 100% participation): a new revenue line, with teams sent to the PSG World Cup in Paris.
• Ran men's and women's USL programs in parallel on a $300k budget; reached the playoffs with the women's team in year one.
• Coordinated media, sponsors, facilities, and league/visa compliance across both programs.

Developed and implemented personalized training programs for diverse clientele.
Mentored and trained 5 junior trainers over the course of the year to enhance service quality and client results.
Increased clients retention with the target of 85% for each trainer
Serve as the key business partner to the Fitness Manager on day-to-day management of the personal training business